Implementing customer purchasing incentives

I led a cross-functional team at an ISP to deliver a purchasing rewards capability, working with an external technology partner to take the initiative from discovery through to implementation. The focus throughout was on strong governance, compliance, and alignment with broader business objectives.

My role centred on bringing together technology, customer experience and marketing teams to ensure the capability was robust, clearly positioned, and easy for customers to understand. Marketing played a key role in shaping how the proposition was communicated, ensuring consistency and clarity without over-complication.

This work reinforced the importance of disciplined execution and cross-functional leadership when implementing customer-facing capabilities. With clear direction and close collaboration, complex initiatives can be delivered in a way that supports long-term value and a coherent customer experience.